1. Effective Communication In Projects and Anywhere

2. Activity  We are going to start with a quick game.  Everyone gets a piece of blank paper.  All must eyes close their eyes and keep them closed.  You are not allowed to ask questions.

3. Instructions  Ask them to fold their paper in half and to tear off the bottom right hand corner.  Tell them to fold the paper in half again and to tear off the upper right hand corner.  Tell them to fold the paper again and tear off the lower left hand corner.

4. Display and discuss Discussion:  What words in the instructions could have been interpreted in different ways?  How could directions have been clearer?

5. Learning objectives  Communicate effectively in one-to-one and one-to-many discussions  Notice when communication is at risk of breaking down and help towards avoiding it  Provide constructive feedback without being critical

6. Please Recall G2G Case  Communication is the transfer and receipt of information from one person to another (or from one point to another).  It is always between at least two people – sender and receiver – and the roles will change frequently.  But the message must be understood for communication to be considered complete.

7. The Communication Process SourceEncodingChannelDecoding Receiver Message Feedback Understanding occurs only in the mind of the receiver. They are responsible for completing the communication process.

8. Common hindrances to effective communication Personal:  Attitude of both the sender and the receiver  Misuse of body language  Pre-judgement  The “I have heard it all before” syndrome  Emotional Reactions  Closed mind  Mis-communication (intentional or unintentional)

9. Common hindrances to effective communication Situational:  Improper timing  Noise and distractions in the environment  Pressure of Time or other Resources  Unfamiliar language  Knowledge Level  More difficult to control.  Careful forward planning and thoughtful consideration can help.

10. Common hindrances to effective communication Social:  Differences between people  Relationship between the sender and the receiver Necessary formalities can help.

11. Barriers that hinder effective communication  Filtering – sender manipulates information so that it will be seen more positively by the receiver. (sales)  Selective Perception –receiver selectively sees and hears based on his/her needs, motivations, experiences, background and other personal characteristics.

12. Barriers that hinder effective communication Defensiveness – when individuals interpret another’s message as threatening, they may respond in ways that hinder effective communication Language – even within a language words can mean different things to different people.

13. Effective communication  Actively seek the barriers and ways to overcome them.  When using electronic methods of communication use careful, thoughtful planning.

14. Ten Considerations of Effective Communication Seek to clarify your ideas before communicating Examine the true purpose of communication Consider the context Consult with others in planning communication as needed Be mindful of the overtones as well as the basic content of your message – watch sarcasm and flip comments

15. Listening skills  Holds as much importance and responsibility as speaking and should be pursued actively.  Good listening:  Promotes good understanding of other’s points  Promotes good understanding of how your own points are being perceived  Will help make you well understood in the group  Will promote good relationships

16. Active listening  Listening between the lines  Understanding the speaker’s feelings will allow you to respond sincerely and avoid problems like defensiveness.  Pay attention  Fight distractions, especially thinking ahead to your response.

17. Active listening  Test for understanding (Feedback)  Do not make assumptions –ask questions to verify your understanding.  Use multiple techniques to fully comprehend  Ask open friendly questions such as “If I have understood correctly you are saying that…?”  Ask them to repeat themselves if necessary  Ask them to rephrase things if you feel you are misunderstanding

18. Speaking skills  Don't totally control conversation  acknowledge what has been said and incorporate it into your discourse  Ask the other for other’s views or suggestions  State your position openly  Be specific, not global, make your point as your own  Be clear in what you are saying but not damning of other opinions

19. Speaking skills  Be validating, not invalidating  Don't react to emotional words, or try to interpret their purpose  Do not to allow personal feelings to derail the focus of the discussion.  Respond in a way that acknowledges the emotion- but eliminates it from the topic.

20. Constructive Feedback Is not focused on the person  Avoid accusations  Focus on the behavior/message - not the person.  Focus on behavior which the receiver can do something about

21. Constructive Feedback Be solution oriented Include what is good Be focused and clear Make it of benefit to the receiver as well as the project Avoid TMI

22. Constructive Feedback It must be appropriately timed It must not be presumptuous  It concerns what is said and done, or how, not why.  Think of feedback as sharing of information rather than giving advice.

23. Constructive Feedback  It is part of an open communication process.  it can not start until you fully understand the point you are providing feedback on.  it is not finished until they understand what you are explaining to them.  It does not finish with your inputs; your feedback must be open to further feedback.